Director, Revenue Cycle Management Customer Experience

Job Description

In this high-impact leadership role, you will lead the strategic integration of our currently separate Patient-facing and Client-facing contact centers into a single, unified Omnichannel Shared Services organization.

This organizational synthesis is a critical component of our enterprise-wide migration to a new unified Electronic Health Record (EHR) ecosystem. You will serve as the primary Revenue Cycle Management Customer Service architect for our upcoming deployment of Epic. You will lead the migration to an integrated enterprise cloud telephony platform and deploy a scalable, remote organizational model. The ideal candidate has deep expertise in laboratory or healthcare revenue cycle operations, a proven track record of breaking down operational silos to stand up centralized shared service environments, and mastery in using advanced digital communication tools to cultivate a high-performance culture across distributed virtual teams.

This is a remote position and will require up to 25% travel. 

Responsibilities

Strategic Transformation & Shared Services Migration

• Integrated Centralization Roadmap: Design and execute the master strategy to merge separate patient and client billing desks, customer service teams, and regional vendor footprints into a single, cohesive national RCM Shared Services model.
• EHR Alignment Strategy: Harmonize patient-facing billing workflows and business-to-business (client/provider) billing paths under a single management umbrella, synchronizing the consolidation with the enterprise-wide transition to the new EHR ledger.
• Virtual Transition Governance: Oversee the migration phases to guarantee zero disruption to client and patient collections and cash flow metrics, while minimizing patient and client friction.
• Change Management: Serve as the RCM Service change agent across the enterprise, aligning cross-functional stakeholders (Operations, IT, Compliance, Finance) on performance standards, service tiering, and digital-first operational governance.

Epic Ecosystem & Omnichannel Technology Integration

• Epic Cheers Alignment: Lead the strategic design and deployment of Epic Cheers to manage proactive patient outreach, digital billing campaigns, and conversational chat/SMS interactions. Ensure Cheers acts as the foundational engagement engine driving self-service and payment plan adoption.
• Epic Resolute Workflow Integration: Partner with the Epic revenue cycle implementation team to align Cheers engagement histories with Epic Resolute (Hospital Billing/Professional Billing) workflows. Ensure seamless data exchange between laboratory information systems (LIS) and financial ledgers.
• Enterprise Cloud Telephony Integration: Lead the business integration of an advanced Cloud Contact Center as a Service (CCaaS) platform with the Epic ecosystem. Maximize the use of Epic Cheers embedded communication controls to deliver a single-pane-of-glass interface for remote agents, minimizing after-call work (ACW) and screen-toggling delays.

Remote Organizational Design & Capacity Modeling

• Cross-Functional Organizational Modeling: Design intelligent skill-based routing pathways to handle distinct client accounts alongside direct patient inquiries. Clear tiering structures must balance transactional inquiries against complex, multi-line corporate laboratory accounts.
• Distributed Workforce Management (WFM): Establish robust, variable capacity-planning models and exact staffing ratios based on national call volumes, digital concurrency targets, and cyclical volume spikes (such as high-deductible resets in Q1) across multiple time zones.
• Remote Culture & Talent Framework: Collaborate with HR to build contemporary job profiles, skill-based routing rubrics, career ladders, and performance-incentive programs tailored for a remote workforce. Establish virtual engagement frameworks to combat isolation and drive retention.

Execution, Security & Rollout Strategy

• Phased Deployment Plan: Formulate and manage a disciplined, multi-phase rollout schedule that aligns with the enterprise implementation strategy, ensuring agent readiness and staffing adequacy.
• Remote Security & Compliance Guardrails: Author comprehensive operational playbooks detailing unified Standard Operating Procedures (SOPs), job aides and reference materials ensuring agent readiness and skill mastery.
  

Qualifications:

Required:

• Bachelor’s degree in Healthcare Administration, Business Administration, Finance, or a related field required. Master’s degree (MBA/MHA) highly preferred.

• 8+ years of progressive leadership experience in Healthcare Revenue Cycle Management, with at least 5 years directing large-scale, omnichannel contact centers or shared services organizations.
• Proven experience managing a 100% remote contact center workforce of at least 150+ distributed agents, with deep knowledge of virtual performance tracking, e-learning onboarding, and remote culture building.
• Strong analytical skills with experience leveraging data to drive operational decisions
• Proven ability to lead large-scale, high-volume, omnichannel contact center environments
• Deep, functional understanding of laboratory billing nuances, including molecular/genetic testing rules, medical necessity requirements, local coverage determinations (LCDs), and complex out-of-network appeals.
• Hands-on leadership experience navigating an enterprise-wide Epic implementation that includes both Epic Resolute and Epic Cheers is strictly required.
• Proven experience launching or heavily optimizing cloud telephony/CCaaS platforms integrated directly with healthcare billing CRM and ledger systems.
• Lean/Six Sigma certification or equivalent process improvement experience
• Knowledge of healthcare regulations (HIPAA, compliance standards)

Preferred:

Key Competencies

• Strategic thinking and execution
• Operational excellence and process optimization
• Data-driven decision-making
• Customer-centric mindset
• Leadership and team development
• Change management and transformation leadership
• Cross-functional collaboration and influence

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Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.